flexing sugar platform: session 3: session 3 - integration of cisco ip telephony and sugar
DESCRIPTION
SugarCRM Connector for Cisco IP Telephony is the answer for every company that relies on Sugar and Cisco IP telephony to transact business. It provides Cisco IP Communications users with screen pops containing customer data, enables click-to-call from Sugar, features inbound and outbound call logging, allows search through the Sugar database from Cisco IP phones, and delivers Sugar alerts on IP phones. During this session we will explain all features and show how inbound and outbound calls work.TRANSCRIPT
Integration of Cisco IP Telephony and SugarCRM
Fle x ing S u gar Platfo rm
Goran Stevanovic, COO @ PSTech
goran.s [email protected] @gstevan,
linkedin.com/in/gstevan
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The Challenge?
Dialing a Contact from CRM takes too long? On incoming calls, no CRM data are displayed? You cannot attach a Call to a Contact in CRM? You cannot see how many times an Account has been called this month/quarter/year?
If you are a company which is relaying heavily on the CRM and Telephony systems, you probably encounter some of these challenges every day.
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The Solution!
The Solution is called:
S u garC R M C o nne c to r fo r C is c o IP te le p h o ny
It brings you:CRM caller ID pop-upIP Phone Caller ID Pop-upClick2Call functionalityCall Capturing and LoggingCRM directory on your IP PhoneMissed calls email notificationsAdvanced call reporting
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CRM Caller ID Pop-up
CRM Caller ID pop-up Get to know who is calling with relevant historybefore answering the call!
Related opportunites, cases, emails, cases, etc attached.
Works for both O u tb o u n d and In b o u n d calls.
Easily add new contacts if it does not exist
Manullay resolve a conflict of multiple number hits
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Caller ID – Contact Details – Single Hit
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Caller ID – Unknown Number
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Click to add new Contact or Lead or Account
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Caller ID – Multiple Hits
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Click2Call from SugarCRM
Click2Call Forget about punching in 10+ digits,
just CLICK!
Click2Call works within all modules – Contacts, Leads, Accounts, ...
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Click2Call
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Call Capturing and Logging
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C all C ap tu ring an d Lo gg ing
Your calls are recorded into CRM database! Automatically!
Call notes can be captured during or after the call.
Call duration and direction added automatically.
Silent call logging – all are logged into SugarCRM – calls even with your computer shut down.
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IP Phone Screen Pops
Get Caller pop-ups on your Cisco IP Phone!
No computer necessary!
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CRM Directory on Cisco IP Phone
Ad vanc e d C RM d ire c to ry
All your CRM Contacts at a fingertipJust search through your IP Phone
No computer necessary
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Missed Calls Email Notification
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All your missed calls will be recorded to SugarCRM and attached to your contacts.
You will also get email notification for each missed call
This will help you act on these calls even if you are out of town
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Advanced Call Reporting
Ge ne rate in s igh tfu l re p o rtsWho made the most calls?Which clients were called this month?Which clients were not called this month?How many times a particular client was called?
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System Architectire
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System Components
PS Te c h S u garC RM C o nne c to r fo r C is c o IP Te le p h o ny
Connector Server is server-side Java application running on Tomcat servlet container. There is a two way communication with SugarCRM. SOAP API is used to read from and write to the SugarCRM database. Notifications from SugarCRM are received via web service. Specifically for this communication we created a new custom module which should be installed on the SugarCRM system.
JTAPI/U C X-S I
Call events monitoring is performed through CUCM API called JTAPI or CUCME SDK called UCX-SI depending on your Cisco soft switch (IP PBX) type.
C is c o IP Ph o ne S e rvic e s
Two way communication with user’s phone is implemented with Cisco IP Phone Services technology.
C o m e t
An HTTP based technology pattern named “Comet” is used to push call events directly to user’s browser.
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Who is PSTech?
PSTech is a highly-skilled software development company
160+ software engineers on-board 15+ years of experience in software development Long-term outsourcing contracts (10+ years) Fortune 500 clients Serbia Exporter of the year for 2006 & 2009 USA representative office-PST Systems Inc, CA
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PSTech Software Engineering
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Belgrade, SerbiaSan Mateo,
CA
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Our Largest Customers
Have SugarCRM and Cisco IP telephony?
Need to decrease dialing time?
Want to have CRM customer data pop-up?
The Solution is: Call Connector
Free Trial available!just visit www.pstech.rs
Partner Resellers welcome!
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Q/A
Thank you for your attention!
For further questions or information please contact me
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